Hopin Onsite connects the Event Dashboard, Hopin Mobile App (iOS and Android), and Hopin Organizer app to enable hybrid and onsite events. The below links and steps provide stakeholders with a single page to find solutions to potential problems onsite.
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Helping Attendees
Onsite and Hybrid Attendees use the Hopin Mobile App (iOS and Android).
- Login on the Mobile App – Navigating the Hopin Mobile App (iOS and Android)
- Use Kiosk Check In – How to check in at a Kiosk
- Use Floor Plans (if added) – Hybrid: How to access the event floor plans
- Book a Seat for an Onsite Segment – How to book a seat in an Onsite event on the Mobile app
Helping Exhibitors
Onsite and Hybrid Exhibitors are also Attendees that use the Hopin Mobile App (iOS and Android).
- Login on the Mobile App – Navigating the Hopin Mobile App (iOS and Android)
- Add a Lead – Hybrid: Using the Hopin Mobile App as an Expo Booth Exhibitor
- Edit a Lead – Hybrid: Using the Hopin Mobile App as an Expo Booth Exhibitor
- Exporting Leads – Hybrid: Using the Hopin Mobile App as an Expo Booth Exhibitor
The Exhibitor Doesn’t Have Access to Lead Retrieval! → The Organizer needs to…
- IF zero (0) booth members have access → Assign Licenses How to enable and assign Lead Retrieval Credits
- IF some have have access → Invite Exhibitors How to invite Exhibitors to set up and manage an Expo Booth
Helping Staff
Onsite Staff use the Hopin Organizer app.
- Login to the Organizer App – How to log in to the Hopin Organizer app
- Use Event Check In – Within Using the Hopin Organizer App
- Enter Kiosk Mode – How to access Kiosk Mode within your event
- Use Segment Check In – How to check Attendees in to Onsite segments
- View/Edit Attendee Information – How to view and edit Attendee information on the Organizer app
Organizer Troubleshooting
Organizers configure using the Event Dashboard.
- Remove Device Access from a Check In Area – Creating and managing Onsite Check in areas
- No guests appear on the Organizer App – Check your ticket types and ensure that you have a Hybrid or Onsite ticket type assigned to the relevant guests. How to create tickets
- Staff cannot login to the event on the Organizer App - Ensure that the staff has the latest valid Check-in area QR code
- Turn off Segment Auto Registration – How to turn off Segment Auto Registration
- Invite Exhibitors → How to invite Exhibitors to set up and manage an Expo Booth
- Assign Licenses → How to enable and assign Lead Retrieval Credits
Hardware & Internet Troubleshooting
Onsite Organizers may need to troubleshoot internet and hardware depending on their setup. Hardware Compatibility for Hopin Onsite provides links to setup guides from Choose 2 Rent that provide troubleshooting for many common hardware issues like: Skipping Labels; Labels Jamming; Not powering on; Not Printing/calibrating; Faded Print
QR Codes are NOT Scanning!
Internet Note: If the device is offline, then the guest list cannot update! Any attendee added after the download will not scan until the device connects to the internet and syncs the list again!
Step 1 | Is only one (1) scanner unable to read the QR code? → Ensure it is signed in to the correct event and the app is updated. You may need to reconnect to the internet to download updates!
Step 2 | Multiple Scanners are not Scanning it! → Confirm the QR is from the right event and Hopin’s system.
Step 3 | If the QR is from the right event and cannot be scanned by multiple devices → Please contact support How to Contact Hopin Support with the types of devices and Hopin event information.
The Badge Is NOT Printing!
Question 1 → Is the Printer connected via the Organizer App?
- Is the Printer ready to connect? – Review Hardware Compatibility for Hopin Onsite for printer-by-printer resources, but common questions to ask are…
- Is the printer on?
- Is the printer calibrated with the stock?
- Is the printer connected to the internet?
- Is the printer able to print without Hopin’s software?
- Is the device with the Organizer App connected to the same network as the printer? – In the Device’s Network Settings, ensure the device is connected to the same network as the printer.
- Is the network ready to connect the printer to the Organizer App? – Sometimes, network security settings can block the connection. You may need to work with the internet provider to reduce security restrictions on port 9999. There are other methods of getting devices to see each other via a network; however, it will depend entirely on the network you are leveraging.
Question 2 → Is Auto-print On? If not, you’d need to manually print! Review Turning on Auto-Print to check your configuration.
Question 3 → Are badges assigned properly? Please make sure that you have created a badge (How to create a badge) and assigned it to the correct ticket type(s)(How to use the badge designer). If there is no badge assigned, a badge wouldn’t print!
Multiple Badges are Printing!
Step 1 | Is only one (1) printer printing multiple badges? → Check Hardware Compatibility for Hopin Onsite for references to troubleshoot that specific printer. It likely needs to be factory reset and re-calibrated. If the single printer continues to have issues, please contact the hardware provider.
Step 2 | Multiple Printers are doing it! → Ensure there is only one (1) badge associated with each registration type!
Step 3 | There is only one badge design per registration type! → Ensure the badge design size matches the actual badge size!
Step 4 | If all of the above has been done accurately → Please contact support How to Contact Hopin Support with the types of devices and Hopin event information.